Problem:

Many Mail users were not aware of how to manage conversations after a User Interface update. This led to confusion and a high number of frustrating and time-consuming calls to the Live Support line.

Solution:

Write a Knowledge-Based Article to make users aware of the new interface on the help site. It is easily accessible and contains information that can help them learn more about their account features and functions.

Result:

Less frustration for the end user overall by outlining the new process that is clear and easy to understand.

ROI:

Less Tier 1 calls related to this topic for Live Support Agents, freeing them up to take calls that need advanced assistance.

NOTE: This is the style of knowledge-based article I have written for Yahoo Inc. It has been updated since the version I published. The current version can be found HERE.

Problem:

The company was going through a complete overhaul of their supply chain processes, including front and back-end changes. Team members needed to be made aware of the changes related to how to submit a specific type of order in the SAP system.

Solution:

A job aid was created for team members to the necessary steps to complete this type of order. In addition, a short video was created based on the SOPs outlined in the job aid to provide an at-a-glance visual walkthrough of submitting the order in the SAP system.

Result:

Team members were able to process more orders quickly without confusion or having to rely on Support Analysts for assistance.

ROI :

Team members spend less time on the Stock Transport order process, allowing more time to work on higher priority tasks.

NOTE: This script has been redacted for privacy purposes.

Problem:

Sales Team members needed a way to stay up-to-date with Salesforce features while in the field. Salesforce Maps was a new feature used by the team and drastically changed the way they managed sales routes in their assigned territories.

Solution:

A job aid was created for team members to show team members how to set up and complete a route step-by-step. In addition, an Employee Resource Toolkit was created in SharePoint to serve as a knowledge base with micro-videos for all things Salesforce related.

Result:

Team members were able to access Salesforce tutorials quickly and easily while in the field, using their mobile devices.

ROI:

Sales team members were able to apply the information from the toolkit in real-time to keep up with their routes. This helped them to continue to build relationships, follow up, and close deals. The toolkit was such a success for the Sales Team, a similar solution was developed for three additional departments in the organization.

NOTE: This design outline has been recreated specifically for this portfolio. It was originally created/prototyped in Microsoft Word and built out in SharePoint. Team members were able to access the toolkit via the intranet.